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Secret Service: Hidden Systems That Deliver Unforgettable Customer Service | 
 enlarge | Author: John R. Dijulius
Publisher: AMACOM
Category: Book
List Price: $17.95
Buy New: $7.52
You Save: $10.43 (58%)
New (30) Used (18) from $7.52
Avg. Customer Rating:  23 reviews
Sales Rank: 82804
Media: Paperback
Edition: 1st
Number Of Items: 1
Pages: 208
Shipping Weight (lbs): 0.7
Dimensions (in): 8.9 x 6 x 0.7
ISBN: 0814471714
Dewey Decimal Number: 658.812
EAN: 9780814471715
ASIN: 0814471714
Publication Date: January 28, 2003
Availability: Usually ships in 1-2 business days
Shipping: Expedited shipping available
Shipping: International shipping available
Condition: Ships immediately! Perfect and New! 1st. 2003 Paperback.
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Book Description
Foreword by Capodagli and Lynn Jackson, coauthors of The Disney Way. All businesses have customers, but how many of them deliver unforgettably good customer service? Secret Service reveals the hidden systems of the few exceptional companies that do: what actions they take behind the scenes to consistently surpass customer expectations. These organizations reap the benefits of greater customer loyalty, exponentially expanded referral networks, lower employee turnover, and stronger bottom-line results. By quantifying and examining each phase of the "Customer Experience Cycle," Secret Service reveals clever, practical ideas that can be transformed into repeatable best practices in any organization and at every level. Packed with examples applicable to a wide range of industries, this book provides practical, realistic ways to: * Turn customer complaints into positive experiences * Use marketing to go deeper with existing customers * Increase customer and employee retention, and turn bland customer service into truly memorable customer experiences
Book Description
Foreword by Capodagli and Lynn Jackson, coauthors of The Disney Way All businesses have customers, but how many of them deliver unforgettably good customer service? Secret Service reveals the hidden systems of the few exceptional companies that do: what actions they take behind the scenes to consistently surpass customer expectations. These organizations reap the benefits of greater customer loyalty, exponentially expanded referral networks, lower employee turnover, and stronger bottom-line results. By quantifying and examining each phase of the ""Customer Experience Cycle,"" Secret Service reveals clever, practical ideas that can be transformed into repeatable best practices in any organization and at every level. Packed with examples applicable to a wide range of industries, this book provides practical, realistic ways to: * Turn customer complaints into positive experiences * Use marketing to go deeper with existing customers * Increase customer and employee retention, and turn bland customer service into truly memorable customer experiences"
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| Customer Reviews: Read 18 more reviews...
Love Love Love this book! July 9, 2008
LOVE this book! It's completely marked up with yellow highlighter and dog-ears. Must Get for Spa Owners!
Secret Service: Hidden Systems That Deliver Unforgettable Customer Service September 16, 2007
1 out of 1 found this review helpful
This is a book that I reccomend to all of my franchise stores that I support. This is a glossary or handbook of great service and marketing. There is no reinventing the wheel in this little book but a refernce of the tried and true. Each example is supported with results and successes. The multiple companies referred to are known companies who lead their markets in service.
I encourage my stores to take a highlighter to this book of concepts and write notes in the margins. They will refer to this book often. This is 165 pages of good information.
all business owners should read this book July 11, 2007
I read this book in one day while I was on vacation. I was so inspired, I couldn't wait to get back to work to begin a new customer service policy in our salon. We already do some of the rituals for our guests, but this book gave me so many more ideas. John Dijullius is so right about creating systems and sticking with them, day in and day out. Can't wait for the second book!!!!
Secret Service March 30, 2007
By far the best book I've ever read on customer service. Nice work!
Secret Service: Hidden Systems That Deliver Unforgettable Customer Service January 16, 2007
1 out of 1 found this review helpful
Even though I am in the same industry as the author, this book is full of great ideas any business could use to implement systems to improve their customer service. We have used many of the ideas with great results. Mr. DiJulius gives you these wonderful ideas and how to implement them. If you read his book you'll see why his company is so successful. I require my staff to read this book when they are hired. This is one of my favorite business books!
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